Not the best let agents nor the worst. Property viewing and moving in were completed delightfully with City Residential, quarterly apartment check involved no harassment and the agent was friendly, and all the reminder emails/letters were helpful and informative. However, when it comes to repair and complaints, they lack some degree of professionalism I've seen in other agents. They respond fast when a complaint/repair is first reported, but to get it solved it may not be as smooth and fast.

When we first moved into the apartment, we reported several issues and repairs, such as faulty fridge, faulty wall heater, missing toilet flush button, cracked floor tiles, damaged sink seal, etc. They responded promptly; communications between their contractors and me started within several days. In one or two weeks, their contractors showed up and started trying repairing things. On the first visit, the contractors were only able to replace a ceiling light; for the remaining issues, faulty appliance/damaged items had to be replaced with new ones, and I would expect a second visit from them as soon as the landlord approved the suggested replacements/quotes. However, the second visit never happens although I tried to make multiple contacts with the apartment manager assigned to me. I lived for three months from the beginning of my tenancy with no fridge. I would have gone mad if the freezer were not working.

Three months later, when I had a brief break from my busy work, I decided to use the time and solve the issue. As I have already fed up with talking to the apartment manager, I wrote to them on twitter, and finally, a reply came with an apology and a promising solution. They also explained to me that my apartment manager left her job which was why there was no response. Still, it took more than two weeks, and I had to chase them twice. In the end, a new fridge came (I celebrated it as if it were the end of a long march), although the rest of the repairs are still pending and I decided to not to chase up on them because my break is over and I'm moving out soon…

According to City Residential, all quotes and suggestions were sent to the landlord promptly, and it was the landlord refusing to respond and delaying the repair. The landlord either didn't read the contract or is mean and refuse to pay for what has worn out after years of use. City Residential, although should not take full responsibility, they failed to follow up the reported issues autonomously or chase the landlord and remind him about his obligations written on the contract. City Residential should also have informed me about the related personnel change and assigned me a new apartment manager so complaints would not have been sent to the voids. I would probably raise the issue to the city council and ask for a refund of the part of the rent I paid for the fridge at least at the end of my tenancy...

I am looking forward to seeing how well they deal with moving out and deposit return; I have had some bad experience with some agents in past years.